Contact Center Manager

US COMMUNITY CREDIT UNION • Nashville, TN

1d • Onsite

About The Position

The Contact Center Manager leads the Contact Center team in delivering exceptional member service through phone and other digital channels. The role is responsible for operational efficiency, service quality, employee development, and member satisfaction, while fostering a culture focused on supporting members, resolving their needs efficiently, and strengthening member relationships.

The manager directs daily operations, coaches and supports staff, oversees scheduling and workforce management, and manages employee development, performance reviews, and accountability. The role monitors operating results and compliance with credit union policies, promotes member education and cross-sales, maintains communication with management, prepares reports, and works with other departments to resolve member issues. The manager also identifies and leads process, workflow, technology, and service-delivery improvements.

Requirements

• Three to five years of similar or related experience.
• High school education or GED.
• Good listening and communication skills.
• Ability to operate a 10-key calculator, typewriter, and computer keyboard.
• Ability to make decisions with minimum information.
• Ability to motivate or influence others; the role requires trust or diplomacy and the ability to foster relationships and influence or sell ideas or services to outside contacts.

Responsibilities

• Lead daily Contact Center operations, providing direction, coaching, and support to staff while ensuring service, quality, and operational goals are achieved.
• Oversee scheduling, workforce management, employee development, performance reviews, and accountability efforts.
• Monitor branch operating results against established goals and take steps to correct unsatisfactory performance.
• Educate employees and encourage them to educate members about credit union products and services.
• Ensure Contact Center participation in member education campaigns and incentive programs, and ensure employees enter quality referrals with understandable notes in the member education system.
• Maintain communications with management, prepare and submit standard reports, and attend scheduled management meetings.
• Monitor activities to ensure compliance with established credit union policies and procedures.
• Identify opportunities to improve Contact Center processes, workflows, technology utilization, and service delivery.
• Lead or participate in continuous improvement initiatives to increase efficiency, improve the member experience, and support organizational goals.
• Serve as a liaison between other credit union departments and members to resolve problems and issues and support additional investigation where needed.
• Maintain a cohesive, trained, motivated staff sufficient to meet the Credit Union's needs.
• Provide training, development, support, and leadership to member service line representatives; promote cross-sales and help representatives identify opportunities.
• Ensure representatives meet expectations and coordinate resolution of performance issues with appropriate management staff.
• Achieve the agreed-upon departmental abandoned-call ratio and established monthly branch goals, while ensuring direct reports achieve their individual goals.
• Record observations of employee performance in the appropriate reporting tool and exchange timely feedback with employees.
• Provide informed, professional, and accurate service and support to members and associates.
• Evaluate branch efficiency and develop recommendations for improvements to personnel, facilities, products, pricing, policies, and processes.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED